Who knew this could be a service?
Nov 17, 2023This week I had the pleasure to present to the Greater New York Chapter of HSMAI. During my visit, I was hosted by The Kimberly Hotel. In my 30+ years of hospitality experience, I had never seen this particular TYPE OF SERVICE EXECUTION. Have you ever witnessed something so simple and performed so well that it immediately became memorable?
This happened to me.
I watched the bellmen and doorman interact with guests this particular morning. Many were greeted by name and were treated like family (in a good way). As customers prepared to exit the lobby, they had two choices. The traditional door that pushed out or the revolving door (thar revolved). When someone headed to the traditional door, Pedro and Nick jumped to attention and “beat them to the touch” to open it kindly. When another selected the revolving door, they immediately darted forward to help manipulate and magically maneuver the spin, so that the guest did not ever have to touch the door.
When I complimented them, they shared “Of course we help everyone, otherwise, we wouldn’t be needed in the lobby.”
There were reminders throughout my 24-hour stay for me to ENHANCE MY DELIVERY SERVICE. I was welcomed by a signed note stating that the amenity was in the refrigerator for when I was ready. The letter had been signed WITH SINCERITY AND WITH A PEN (not pre-printed). Everything worked so well and was executed flawlessly.
I understand why they are within the TOP 100 HOTELS in the world.
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OBSERVE
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ANTICIPATE
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OVER-DELIVER
The bellmen/doormen weren’t on their phones. They were OBSERVING the guests and what they MAY NEED. They ANTICIPATED the direction of their exit and jumped to attention in advance of the client. Finally, their OVER-DELIVERING came in the form of spinning the revolving door with ease to simplify the effort needed by the guests.
BRILLIANT AND SIMPLE!
THANK YOU, Pedro, Nick, and The Kimberly Hotel for reminding me of how good SERVICE CAN TRULY BE.
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